Craft the Ideal Technology Stack to Underpin your Business

Your guest experience doesn’t just happen on property, it starts the moment they discover you online. At Umi Digital, we help hotels align their technology stack with the customer journey so every interaction feels seamless, measurable, and profitable.

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Why a Technical Strategy Matters

For hotels at the top of their game, digital expectations are high. Guests expect the same elegance and efficiency online that they receive in person. But many hotel groups face challenges:

Legacy systems that don’t integrate properly
Data silos blocking a full view of the guest
Friction in the booking journey
Costly technology choices made without the full picture

Our process is designed to give clarity, confidence, and a roadmap for scalable growth.

A Four-Stage Strategic Process

Technology & Integration Audit

We begin with a full review of your current technology stack, exploring how each system interacts and where gaps exist. This includes PMS, CRM, booking engine, channel manager, meta search, loyalty, and marketing platforms. We speak with key stakeholders across your organisation to understand pain points and dependencies.

Full inventory of existing systems and contract timelines
Identification of integration issues and data silos
Pain point review across departments (marketing, sales, operations, guest services)
A visual Integration & Dependency Map showing exactly how your systems connect

Customer Journey Mapping

Next, we define the experience your guests should have, from first discovery to repeat bookings. This ensures your technology serves the guest, not the other way around. We identify key personas across rooms, F&B, spa, events, and loyalty, then map their journeys in detail.

Defined guest personas covering all major revenue streams
A mapped guest journey flow from awareness → booking → loyalty
Identification of key touchpoints where tech must deliver a seamless experience
Clarity on guest expectations at every stage of the journey

Technology & Process Alignment

With the ideal journey mapped, we compare it against your current systems. This highlights inefficiencies, misalignments, and manual processes that block a smooth guest experience.

Overlay of current tech stack on the customer journey map
Gap analysis report covering missing capabilities or weak integrations
Identification of redundant systems or duplication of effort
Recommendations to streamline processes and data flows
A Journey & Tech Alignment Diagram showing where your stack supports or hinders the guest

Strategic Roadmap & Procurement Plan

Finally, we translate insights into a clear action plan. This roadmap helps you make smart investment decisions, future-proof your stack, and confidently brief web or marketing projects.

A Strategic Technology Roadmap aligned with commercial and guest goals
Prioritised list of technology upgrades or procurements
A shortlist of recommended vendors and solutions tailored to your needs
A decision-making framework to guide future investments
Confidence to brief web and marketing projects on a strong foundation

A Specialist Partner in Hospitality Technology

Complete Clarity

Gain complete visibility on your digital ecosystem by understanding all integrations and capabilities

Find Efficiency

Avoid wasted spend by maximising the capabilities of your existing tech stack by consolidating

Future-Proof

Create a tech stack that will support you long into the future through a modular, interoperable combination of platforms